Delight Your Ecommerce & Retail Customers with AI
Keeping up with customers, and ensuring they get the best experience across all channels, is critical for Ecommerce & Retail businesses. Here’s how you can raise CSAT and guarantee a one-touch resolution.
Scale Your Business, While We Automate Resolutions.
Market leaders are successfully meeting customers on preferred channels, providing an omnichannel experience, while raising basket sizes, the number of repeat shoppers and promoters.
If you’re also trying to join up customer experience across channels and stores, but are struggling to scale, don’t despair. DigitalGenius can leverage AI to build an omnichannel experience, enabling immediate and consistent resolution across communication channels, with up to 80% greater speed and accuracy than a human agent.
DigitalGenius AI can understand the customer inquiry and immediately auto-reply with an enriched response containing up-to-date order information. This eliminates a redundant query for agents, and makes the customer experience more convenient.
Refunds & Returns
DigitalGenius can follow business rules for refunds & returns, and for existing requests provide immediate reimbursement status. This allows customers to take action on their terms, and have the peace of mind that their refund will be imminent; creating an effortless experience.
DigitalGenius can instantly consult third-party order management systems, and execute the customer’s request if possible. With instant response and action, the customer experience is seamless, the business minimizes losses and agents’ time is freed.
DigitalGenius can immediately send a reply enriched with up to date loyalty account information for an effortless customer experience, using AI to first read the customer message and subsequently pull relevant information from loyalty systems.
How DigitalGenius Works
Verena, Head of Customer Experience
"Our expectations of what was possible with AI were not only met, but exceeded. DigitalGenius has given us back control over our inbox – reducing our customer wait time by 93%. Customers are satisfied and our happiness delivery agents are more engaged and happier than ever"
"Working with the team at DigitalGenius has been fantastic. The guidance they provided made sure we delivered a great experience. Getting agents excited about DigitalGenius has been easy. Suggested responses help them resolve cases faster and they know that as they work with the AI, they train the automation to get better and free their time for more complex tasks."
Philipp Hörtenhuber, Head of Customer Happiness
“There has been a high uptake of agents usage and as we have seen in the last week it has become an integral part of their roles. To have this in place before our busy period and to see the number of deflections has been amazing.”
Pieter Groeneveld, Senior Vice President, Digital Air France - KLM
"KLM - By using artificial intelligence, KLM makes conversations with our customers even more timely, correct and personal. The is what characterizes KLM. With the use of AI we support our service agents with technology and should be able to answer many more questions in a shorter period of time. This is exactly what the customer needs.”
Marina Muniz, Head of Customer Support
"We chose DigitalGenius because we were excited about their ability to fully automate our most repetitive customer inquiry. Today DigitalGenius' AI platform is already handling 33% of all inbound customer service tickets, and over half of those are now fully resolved with zero agent involvement. It's allowing our agents to shift to a more proactive orientation. We love these results."
Emily Mitchell, Customer Experience Manager
"After only 3 months, DigitalGenius was automating 7% of The Perfume Shop’s total ticket volume, which enabled agents to invest additional time into solving more complex cases. Investing this extra time has led to an increase in overall customer satisfaction CSAT to 88%."
Joel Beach, Director of Customer Care, Imagine Learning
"DigitalGenius not only improved the response time in our contact center, with customer responses now 70% faster than they were without AI, they also expanded the capacity of my team to focus on more difficult tasks, and not repetitive tickets. We actually didn’t have to hire new team members for this entire past year. Since we implemented DigitalGenius, their team has also been extremely knowledgeable and easy to work with"
Maryvonne Hassall, Digital Strategy Manager, AVDC
"The best thing about DigitalGenius is that the AI is continuously improving. As it develops every day, AVDC is now looking at ways of automating even further, broadening the range of questions that we can answer so as to enhance our customers’ everyday experience. We can almost directly correlate DigitalGenius technology with our people management, allowing us the flexibility to move people around the organization and to use their time in a more productive customer-focused way.”
Featured Case Study
Founded in 1992, The Perfume Shop is the UK’s largest specialist fragrance retailer, with over 260 stores nationwide. They sell all major designer fragrance brands, as well as classic and celebrity perfumes with... Read More
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